HMRC Is Shite

HMRC Is Shite
Dedicated to the taxpayers of Britain, and the employees of Her Majesty's Revenue and Customs (HMRC), who have to endure the monumental shambles that is HMRC.

Wednesday, 21 September 2011

Hartnett Changes Jobs

Dave "Jack" Hartnett is guest editor of Taxation today.

Here is an extract of his editorial:

"..The past 12 months have not been easy and we are disappointed that our service on the phone and by post, compounded by various issues with the PAYE system, has caused such difficulties for tax advisers, their clients and our customers generally. But there have also been significant achievements. 

The groundbreaking agreement with Switzerland and the continuing development of the Liechtenstein disclosure facility will secure for the Exchequer billions of pounds of unpaid tax.
Our ‘Connect’ risk engine is making it much easier to identify those who are dishonest in their dealings with us.

It has improved the targeting of taxpayers who do not comply with their obligations so that we are challenging fewer taxpayers whose affairs are in good order.

Our post turnaround times are improving this year, as is our service on the telephone. There is much more we need to do here, but we are heading in the right direction....

The summer of 2010 was a low-water mark for HMRC in terms of customer service and the public perception of what we do and how we do it. We are determined to improve. My colleagues in HMRC all come to work to do a good job and we have been improving the tools available to them..."

Why not pop over to Taxation and drop him a note?

Tax does have to be taxing.

UK EXPATS: Reduce tax on UK Pensions
HMRC QROPS provider. Unlock your UK pension and access a 25% lump sum today.

Quote ID code "ABC" when contacting a QROPS specialist.

Professional Cover Against the Threat of Costly TAX and VAT Investigations

What is TAXWISE?

TAXWISE is a tax-fee protection service that will pay up to £75,000 towards your accountant's fees in the event of an HM Revenue & Customs full enquiry or dispute.

To find out more, please use this link Taxwise

Tax Investigation for Dummies, by Nick Morgan, provides a good and easy to read guide for anyone caught up in an HMRC tax investigation. A must read for any Self Assessment taxpayer.

Click the link to read about: Tax Investigation for Dummies

HMRC Is Shite (, also available via the domain, is brought to you by "The Living Brand"


  1. All readers of are welcome to leave comments. But those left by non-subscribers are moderated before being published. Just thought you should know.

    Daniel Selwood, online editor, Taxation

  2. Moderated for content or language?

  3. I've an idea about poor performance in the CC's, lets privatize them......oh yes we've already started going down that route!

    But don't worry its just a trial, nothing will come of it.... Yeah right, why spend money on it then.

    Oh yeah and they are only bothered about getting the calls answered, doesn't matter if they're answered correctly or not!

  4. If you want to see what privatisation will do to the tax system look no further than what has happened in the farce that is now (not) getting the unemployed back to work.
    One company that is in a cosy relationship with the Conservatives wins the contract and then gets rid of workers who should have been transferred across from the companies that were running the show, whilst at the same time employing people on lower wages than the Civil Service (and that is low).
    This appears to be a common thread through a variety of privatisations and throughout the UK various companies have been applying the policy rigourously.
    Credit to the PCS union for highlighting that which the media and the politicians have so convieniently ignored - the job finders made redundant!
    Off plot?
    Not at all it has already started as most people in HMRC know - IT, Buildings/Services, Debt Collection, Campus Events with private sector advisors etc etc.
    But there is hope;
    " People before politics...never ever play politics with peoples jobs...we will do more for growth and jobs...the HRA - it is here to stay!" Nick Clegg, Liberal Party Conference, Birmingham 2011.
    There we are then.

  5. The laughable wording is "We will work with the private sector to see if they can improve the contact centre telephone calls answered percentage".

    Well they can't do any worse 48% this year against the target of 90%.

    What a coup for the privatisation backers trial it when the percentage is so low it's bound to increase and therefore point proved.

  6. "My colleagues in HMRC all come to work to do a good job and we have been improving the tools available to them"...

    And would these supposedly "improved" tools include Caseflow and PaceSetter? If so, Dave, you delude yourself as these tools are not working. Don't believe me? Just ask anyone who is forced to have to use them.

  7. Delusional,dysfunctional, unfit for purpose, lying, in denial, unable to face reality, living in fantasy land?
    Someone has to take over the "business" which is in danger of becoming a tragic comedy act.
    It is not acceptable that such an important core government department should have reached such a position in this day and age.

  8. The "business" looks beyond salvation.

    On The good ship HMRC, there are simply too many factors at play. Powerful headwinds, out of date charts and no navigation, low on stores, mutinous crew, no home port, missing Captain!

    The remedy. Now that's the real question isn't it?

  9. Avast there ye landlubbers, put a prize crew aboard and set sail for the BVI or Dutch Antilles, oh, I see the course has already been set and a crew of privateers has taken over.
    Better watch out for weevils and gribble worms then says I, let alone mutiny.

  10. Daniel: "and relevance"...... Making a point or just saying?

  11. "My colleagues in HMRC all come to work to do a good job and we have been improving the tools available to them"...

    Well Dave...try putting your Vodafone visit down on Caseflow --THEN come back and give us your guff about "improved tools".